The Ticket tags attribute is now available in the Chat: Engagements dataset in Zendesk Explore. This allows you to analyze and report on ticket tags within your live chat data. Additionally, agent-based attributes in the Chat and Talk datasets now reflect users with current or past agent/admin roles who have been assigned to a ticket. For more information, seeMetrics and attributes for live chat.
Agent Home is a centralized hub for agents to manage all their work in Zendesk Support. It provides real-time updates on tickets assigned to you, messaging conversations, and any conversations you're CC'd on or following. This means you can see the…
Zendesk Guide has introduced several enhancements to the article editor UI, including a new action footer and a collapsible article settings panel. The action footer provides quick access to functions like save, preview, and publish, while the…
The Advanced Data Privacy and Protection (ADPP) add-on allows you to create advanced data retention policies in Zendesk. You can set up deletion schedules to automatically remove tickets closed after a certain period, helping you manage data…
Zendesk Messaging now supports agent collaboration using @mentions, allowing you to bring additional agents into a conversation without reassigning it. This feature is available across web, mobile, and social messaging channels by default. For more…
Tymeshift, Zendesk's workforce management tool, now includes a productivity timeline on the Agent activity page, providing a real-time view of agent performance. Additionally, a new historical agent activity system report is available, offering…
You can now download the OpenAPI specification for Zendesk Ticketing APIs from the developer documentation. This provides a comprehensive guide to integrating and utilizing the Ticketing APIs effectively. For more details, see [Download OpenAPI…
Zendesk AI offers a range of features to enhance your service experience, from smarter conversations and bots to productivity tools and insights. A new article introduces these AI-powered features, helping you get started with Zendesk AI and…